Why does a new SLA start running on closed issues?

[David Harkins]

We are working on setting up a new SLA for Issue Triage.

This wasn't formally in place previously so creating a new SLA in the Project.

The SLA is created as:

With the SLA created, it is getting assigned as running to issues that are closed and resolved and have passed the triage status.

Why would the SLA get assigned and be running?

[Dirk Ronsmans]

Hey @David Harkins ,

Did the issues where it is running now on incorrectly ever pass thru that Triage status?

I believe the recalculation of the SLA is new triggered the count on when it as in state New and is now searching for when it entered Triage (which never happend for those?)

[David Harkins]

It is possible that issues were created before the Triage status was added, but my understanding is that the SLA would not be calculated for issues that have been resolved.

Do we need to filter out issues that have never been in a Triage Status?

[Dirk Ronsmans]

Hey @David Harkins ,

You're right they shouldn't calculate against previously resolved tickets.

I do however see a lot of issues in your overview with a "Resolution = Unresolved" so those would still be affected imo.

The ones that do have a Resolution seem strange. I'll have to dig in to the documentation a bit more and test it on my own system to validate my assumption.

Does it work correctly for the new issues?

[David Harkins]

Hi @Dirk Ronsmans 

I updated the JQL to the following:

issuetype IN (Incident, Question, Task, Sub-Task) AND Organizations != EMPTY AND (status = new or status was Triaged )

this appears to be working better :-)